Senior Customer Support Representative - phone and chat support (Oklahoma City, OK)

Fernwood Ember Markets Group is a Oklahoma City retailer with stores, a distribution centre and online ordering, and we need a Senior Customer Support Representative to lead our phone and chat support. We like people who know our customers by name. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including promotions, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with promotions. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • On site in Oklahoma City. • Applications are reviewed on a rolling basis.